Returns & Exchanges Policy

At William Alexander Toys, we want every order to arrive safely and bring joy from the moment it is opened. If something is not quite right, we are happy to help with a return or exchange in line with this policy and your statutory consumer rights.
This page applies to orders shipped to customers in European countries. Nothing in this policy limits any legal rights you may have under consumer protection laws in your country.

14-Day Returns for European Orders

You may request a return within 14 days of receiving your order. You do not need to give a reason, but the item must be returned in a condition that allows us to resell it unless the item is faulty, damaged, or not as described.
To be eligible for a standard return, the item should be unused, unworn, in its original packaging where possible, and returned with proof of purchase. Please handle items with care while deciding whether to keep them.
Please note that a 10% restocking fee (calculated as 10% of the item's purchase price) applies to all standard returns and exchanges. This fee will be deducted from your final refund amount. The restocking fee does not apply if you are returning an item that arrived damaged, defective, or incorrect.
Return condition
What it means
Return window
You should contact us within 14 days of delivery.
Item condition
Items should be unused, unworn, and in the same condition received, unless faulty.
Restocking fee
A 10% restocking fee applies to standard returns and exchanges (deducted from refund).
Packaging
Please return items in their original packaging where possible.
Proof of purchase
Please include your order number, receipt, or other proof of purchase.
Return approval
Items sent back without first contacting us may not be accepted.

Exchanges Are Accepted

We also accept exchanges. If you would like a different item, size, colour, model, or design, please contact us within 14 days of receiving your order and we will do our best to help.
Exchanges are subject to stock availability. If the item you want is unavailable, we may offer an alternative item, store credit, or a refund where appropriate.
Please note that standard exchanges are also subject to the 10% restocking fee for the returned item. If the replacement item costs more than the original item, we will let you know the price difference (plus the restocking fee) before arranging the exchange. If it costs less, we will refund the difference minus the restocking fee where applicable.

How to Start a Return or Exchange

Please contact us before sending anything back. This helps us confirm the return or exchange, provide instructions, and make sure your parcel is handled correctly when it arrives.
Step
What to do
1
Email with your order number and the item you wish to return or exchange.
2
Tell us whether you would like a refund or an exchange. If requesting an exchange, please include the replacement item you would like.
3
Wait for our return instructions before posting the item back to us.
4
Pack the item safely, including proof of purchase or your order number inside the parcel.
5
Send the parcel to the return address we provide.
Our return address is:
William Alexander Toys
1 Riverwood
Timolin
R14CK30 Kildare
Ireland

Return Shipping Costs

For standard returns or exchanges where the item is not faulty, damaged, or incorrect, the customer is responsible for the cost of return postage and packaging. We recommend using a tracked postal service, as we cannot process a return or exchange until the item has been received.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at with your order number and clear photos of the issue. In these cases, we will work with you to make it right, which may include a repair, replacement, exchange, or refund. Restocking fees and return shipping costs do not apply to damaged, defective, or incorrect items.

Refunds

Once your return has been received and inspected, we will let you know whether the refund has been approved. If approved, your refund (minus the 10% restocking fee for standard returns) will be processed.
Our refund processing time is 7 days from the date we receive and approve your returned item. Please allow additional time for your bank, card provider, or payment provider to post the refund to your account after we issue it. If more than 10 business days have passed since we confirmed your approved refund, please contact us at .

Items That Cannot Usually Be Returned

Some items may not be eligible for return unless they are faulty, damaged, or not as described. These may include:
Item type
Return position
Custom or personalised items
Usually non-returnable unless faulty, damaged, or incorrect.
Digital items
Usually non-returnable once delivered or accessed.
Gift cards
Non-returnable.
Used, worn, or damaged-by-customer items
Usually not eligible for standard return.
Items missing parts or original accessories
May be refused or refunded only partially, depending on condition.
If you are unsure whether your item can be returned or exchanged, please contact us and we will be happy to advise.

Damaged, Faulty, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, faulty, or not the item you ordered, please contact us immediately at . Include your order number and photos so we can review the issue quickly.
We want every customer to be happy with their order, so we will always try to find a fair solution.